Product Growth Specialist

About the Role:

The Product Growth Specialist plays a critical role in scaling AIO's product adoption, improving product experience, and bridging communication between the support team, customers, and product/software. This role requires deep product understanding, strong analytical skills, proactive problem-solving, and the ability to coach and uplift the support team.

What will be your responsibilities?

Support Team & Quality Improvement

• Train support team members on AIO modules (Order & Pay, Staff, Inventory, Marketing, Office).
  
• Develop training material, SOPs, and quick-reference guides.
  
• Conduct weekly training sessions on communication, issue diagnosis, product updates, and best practices.
  
• Monitor ticket quality and ensure responses follow AIO standards.
  
• Implement skill-gap assessments and training plans.

Customer Issue Diagnosis & Resolution

• Act as an escalation point for complex or recurring issues.
• Perform root-cause analysis and document recurring problems.
• Collaborate with product/software to resolve high-impact bugs.
• Ensure timely communication with restaurants and internal teams.
• Track resolution SLAs and maintain detailed case logs.

Product Utilization & Customer Success

• Audit restaurants weekly to monitor module utilization.
• Identify under-utilized features and create activation plans.
• Conduct walkthroughs, product demos, and training for clients as needed.
• Collect user feedback and convert it into clear insights for product enhancements.
• Track customer health scores and recommend proactive interventions.

Growth & Feature Adoption

• Increase adoption of key AIO features across all clients.
• Plan and execute growth experiments (tutorials).
• Monitor product analytics to identify adoption gaps.
• Build processes for continuous product improvement.

Supervision of POCs (Point of Contact Team)

• Supervise and guide POCs to ensure restaurants are supported effectively.
• Provide feedback on communication, follow-ups, and relationship management.
• Help POCs escalate issues properly and catch patterns early.

Documentation & Reporting

• Maintain detailed weekly reports on:
• • Support issues
• • Product utilization
• • Client feedback & insights
• • Training sessions conducted
• Update release notes and knowledge base.

What are we looking for, and what does it require to be the right fit for this role?

• Strong understanding of SaaS products (preferably food tech or POS systems).
• Excellent communication and documentation skills.
• Good problem-solving and analytical thinking.
• Ability to manage and train teams.
• Proactive attitude with ownership mindset.

Nice to Haves

• Experience in product, support, or customer success roles.
• Familiarity with tools like Asana, MS Teams, dashboards.
• Understanding of restaurant operations.

Why Join AIO?

Our mission is to revolutionize the US restaurant industry by providing a comprehensive and fully integrated solution that empowers restaurant owners to efficiently manage all aspects of their businesses. Our platform, designed to meet the unique challenges (post-COVID-19) faced by restaurants, combines our patented AI technology with unparalleled customer support to help owners increase revenue, reduce costs, and improve their overall profit margins.

We believe that restaurants should be able to focus on delivering exceptional dining experiences to their customers, without the added stress of managing complex and disparate systems. That's why we offer an All-In-One super app platform for all of their needs, from front-of-the-house operations like ordering, payment, marketing, and rewards, to back-of-the-house management like inventory, staff, and financials.

We are laser-focused on becoming a significant player in the $55 billion restaurant tech SaaS market. You will be a part of a world-class Silicon Valley-funded startup.